Tier 2 - Support Engineer

Vim•New York, NY

2d•$90,000 - $120,000•Onsite

About The Position

Vim is a technology company building digital infrastructure for US healthcare. Our mission is to power affordable, high-quality healthcare through seamless connectivity. We put mission and culture at the front and center of everything we do. We're a tribe of like-minded optimists who pride ourselves on experimentation, intellectual diligence, and earnest hard work. We are all owner-operators at Vim: transparent, accountable, and relentlessly focused on results for our customers and our business. THE PROBLEM YOU'LL SOLVE Own the gap between a deployed product and a provider who actually uses it Vim's platform reaches 50,000+ clinical users; but deployed doesn't mean performing. Every ticket that goes unanswered, every workflow that breaks quietly, every issue that escalates late; that's where patient outcomes slip. You're the person who stops that.

Requirements

You have three to five years in a technical support or solutions role at a SaaS company; with a track record of closing complex issues independently.
AI is already in your daily workflow: you use LLMs, copilots, or AI-powered tools to work faster and smarter; not occasionally, but constantly.
You've built support automation: Zapier, Make, or similar; and you know the difference between a workflow that saves one hour and one that scales indefinitely.
You're comfortable with technical environments: web application troubleshooting, API behavior, authentication flows, browser-based debugging; you don't need hand-holding to navigate these.
You've worked in or around healthcare tech: EHRs, clinical workflows, or payer-provider data flows aren't foreign territory.
Your experience is strictly internal IT support. We need a customer-facing professional who excels at troubleshooting complex SaaS applications.
You treat AI as optional or something to experiment with someday.
You prefer reactive support waiting for tickets to arrive instead of building the systems that reduce their volume. We need someone hunting the patterns.
You've never written a script, read an API log, or used a monitoring tool in a professional context.
You need a manager to assign your priorities. This role requires independent judgment on what to escalate, what to automate, and when to pull in Engineering.

Nice To Haves

You've used monitoring and analytics tools: Datadog, Mixpanel, New Relic, or similar; to diagnose issues before users report them.

Responsibilities

Resolve complex issues, build the systems that prevent them
Own Tier 2 support end-to-end: triage, investigate, and resolve complex tickets from account managers and customers; independently or by pulling in Engineering and Product a at the perfect time.
Leverage AI to maximize efficiency: draft responses, summarize issues, identify ticket patterns, and build intelligent triage workflows that make manual work obsolete.
Run the escalation process: own critical issue escalations across Engineering and Product, keep internal stakeholders informed, and close the loop with customers without waiting to be asked.
Build durable support infrastructure: document SOPs, build automation workflows (Zapier, Make, or similar), and create scalable systems that grow with the product.
Become the internal expert: develop deep knowledge of Vim's platform, features, and internal tooling so you can debug anything without needing a handoff.
Coach Tier 1: review Tier 1 account manager tickets, identify patterns in recurring issues, and build the playbooks that prevent escalation before it happens.
Close the product feedback loop: synthesize support patterns into signals for Product and Engineering; turning repeated friction into roadmap items.